Q.4 ‘The Citizens’ Charter sees public services through the eyes of those who use them.’ Discuss how emergence of citizens’ charters have altered the concept of accountability and improved the delivery of public services. (10 Marks)

Mentor’s Comments- Introduce by defining the term citizens’ charter. Briefly discuss the traditional concept of accountability. Highlight how citizens’ charters have changed the concept of accountability and improved the public service delivery. Mention a few shortcomings and conclude appropriately.